AI Corpus

Introduction

With this function, you can add standard answers to common questions, recommend answers based on user questions, and add commonly used phrases to facilitate and quickly reply to user messages, thereby improving the overall efficiency of customer service in responding to user messages.

 

Description

1. Add corpus

Multiple corpora can be added as needed. In each corpus, multiple FAQs can be further added.

 

2. Set up categories

Set up categories to facilitate the management of frequently asked questions and commonly used phrases.

Note: If you delete a category, the FAQ in that category will also be deleted and will not be retained in " All Categories ". Please proceed with caution!

 

3. Add FAQ and common phrases

When adding FAQ , you can set the language and select the FAQ category under that language to facilitate classification management when adding FAQ.

In addition to adding FAQs on the [ AI Corpus ] settings page , you can also add FAQ settings for a specific message in the [Chat] Interfaceto enrich the knowledge base quickly and conveniently.

4. Import and export corpus

Batch export/import of corpus : Supports exporting frequently asked questions and common phrases in the corpus into Excel format, and also provides Excel templates to facilitate you to import FAQ into the knowledge base.

According to the template we provide, fill in information such as "ID", "Standard Questions", "Similar Questions", "Answer Content", "Picture", "Classification", etc. > After writing, upload the form > and click Import.

 

 

If the import fails, you can view the failure details and reasons. You can make modifications based on this and import it into the library again.

5. Application of AI Corpus

When customer service replies to visitor messages, they can directly send answers to some frequently asked questions in the AI corpus to improve reply efficiency. For more information on how to use the AI corpus, please go to the AI corpus usage documentation.

 

Frequently asked questions

1. How to enable the robot to intelligently reply to user messages based on the corpus?

You can click on the AI automatic reply setting in the corpus setting page and turn on the automatic reply switch to automatically reply to the answer to the FAQ based on the visitor's message/keyword. It currently supports chat plug-ins, Messenger, Line/(group), Instagram, Telegram, and WhatsApp App/API.

In [ Setup - project management - Chat Settings ], turn on the chat association switch. When members enter keywords, FAQ statements will be displayed to facilitate quick replies.

 

 

2. When setting up FAQs and commonly used phrases, can I send pictures or attachments?

Yes, when editing, you can add up to 9 pictures or attachments (in total) to each FAQ, see the picture below.

 

3. How can customer service staff quickly apply FAQs and send them to visitors?

To improve the efficiency of customer service in handling visitor messages, turn on the chat association switch in [ Setup - Project Management - Chat Settings ]. When members enter keywords, FAQ statements will be displayed to facilitate members to quickly reply. (See Question 1 in the figure)